Commercial Complaints Handler

AXA UK; Gloucester; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

AXA UK is seeking a Complaints Handler for the Complaints Resolution team in the UK. The role focuses on handling customer complaints by conducting thorough investigations, communicating clearly, and ensuring fair outcomes in a supportive, team-oriented environment.

You will work in a hybrid setup with a mix of office and home-based days, in line with AXA's flexible working arrangements, while complying with regulatory timelines and internal KPIs.

Qualifications

• Experience in a customer facing role.
• Proven complaints handling experience essential, preferably within insurance/financial services.
• Knowledge of supporting customers with vulnerability characteristics during the complaint process.
• Ability to influence people and situations to achieve best outcomes.
• Strong business acumen and analytical skills.
• Able to manage change effectively in different situations.
• Excellent written and verbal communication skills.
• Solid planning and prioritisation to meet deadlines.

Responsibilities

• Deliver excellent customer service by conducting investigations and achieving fair outcomes.
• Record, investigate and resolve complaints in line with FCA timescales and KPIs.
• Communicate clearly and professionally with customers, identifying root causes and applying solutions.
• Use initiative and available resources to resolve customer issues.
• Escalate issues to relevant teams to understand and resolve complaints efficiently.

Skills

Customer facing

Complaints handling

Vulnerability awareness

Influencing

Analytical thinking

Change management

Communication skills

Planning & prioritisation

Job description

About AXA

AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.

About AXA

AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.

AXA Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive.

Job Overview

We’re excited to offer a full-time, permanent role at AXA Commercial as a Complaints Handler in our Complaints Resolution team in Haverhill, Bolton or Gloucester. This is your chance to be a key part of a supportive and collaborative environment, helping our customers over the phone by handling their complaints with empathy and ensuring a fair resolution. Building sound relationships is essential to our success and customer satisfaction. We pride ourselves on being one big team, and we value team players who work well together. If you have experience in complaints handling, an eye for detail, and a passion for fairness, we’d love to hear from you!

Key Responsibilities

• Deliver excellent customer service by conducting thorough investigations and achieving fair, reasonable outcomes.
• Record, investigate and resolve customer complaints in line with FCA timescales and KPIs.
• Respond to customers with thorough and high-quality communication, accurately identifying the root cause of issues, implementing appropriate operational solutions, and ensuring all interactions are timely, compliant with regulations, and focused on delivering the best possible outcome.
• Use your initiative and available resources to find the best solution for the customer.
• Communicate clearly and professionally over the phone, ensuring all letters to complainants are of high quality and are line with best practise guidelines.
• Escalate issues to relevant Commercial Insurance teams to understand the complaint and resolve it efficiently.

Work Arrangements

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events.

Working Hours & Shift Pattern

You’ll work full time, 35 hours per week, Monday to Friday, 9am to 5pm.

Your Skills & Experience

• Experience in a customer facing role.
• Proven complaints handling experience is essential, preferably within the insurance or financial services sectors, with claims complaints experience being an added advantage.
• Knowledge of how to support customers with vulnerability characteristics during the complaint process.
• Skilled at influencing people and situations to achieve the best outcomes.
• Sound business acumen and advanced analytical skills.
• Able to manage change effectively in different situations.
• Excellent communication skills, both written and verbal.
• Sound planning and prioritisation skills to meet deadlines.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge.